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Manual Account Creation Policy

Scope

This policy applies to brokers, navigators and certified application counselors (CACs).

Policy Details

Completing the form

When a consumer is unable to set up an online account using the remote identity proofing questions, certified assisters may help consumers manually set up an account using the Account Request Form.

A consumer can authorize MNsure to share their credentials with a certified assister they designate on the Account Request Form (PDF). The first and last name of the assister must be entered on the form.

MNsure is only able to send the account credentials to one place. The place where the account credentials are sent is determined in the following way:

  • MNsure will email the account credentials to the email address the consumer lists as their email address on the form. In this situation, the account credentials will not be emailed to an assister listed on the Account Request Form.
  • If no consumer email address is provided, but there is an assister email address, MNsure will email the credentials to the assister email address. In this situation, the consumer will not receive the account credentials by email or mail.
  • If there is no consumer email address and no assister email address on the Account Request Form, MNsure will mail the credentials to the consumer’s mailing address.

Regardless of where the account credentials are sent:

  • The consumer can call the MNsure Contact Center to request their credentials.
  • The assister authorized by the consumer on the Account Request Form may call the ARC or Broker Service Line to request the consumer’s credentials.

Assisters may submit the Account Request Form and supporting identity documents to the Assister Resource Center (ARC) or Broker Service Line:

  • Navigators and CACs may submit the information by secure fax to the ARC at 651-431-7572 or by requesting a secure email from the ARC.
  • Brokers may submit the information by requesting a secure email from the Broker Service Line.

The Account Request Form must be signed by the consumer. The signature must be:

  • A handwritten (or “wet”) signature by the consumer; or   
  • An electronic signature that meets the criteria outlined in the “Electronic Signature” section

The following types of signatures do not meet the signature requirements are not acceptable:

  • An image of a signature that is placed on a form by digitally copying and pasting it into the document.
  • A typed name created by selecting a script or calligraphy font that has not been authenticated through electronic signature software.

Electronic Signature

A consumer may use an electronic signature to sign the Account Request Form. 

The following four criteria must be met:

  • The consumer’s intent to sign the Account Request Form is clear. For a signature submitted apart from the form, a consumer can show intent to sign a specific form by a short statement accompanying a dated handwritten signature, such as “I [insert consumer name] understand that I am signing the MNsure Account Request Form.”
  • The signature must be logically associated with or submitted at the same time as the Account Request Form. MNsure must receive the signature in such a way that it is clear that the signature is connected to the Account Request Form. A signature that is physically received by MNsure with the Account Request Form meets this criterion. A written statement of intent, described above, also logically associates a signature with the form if it is submitted separately.
  • The signature must provide a way to identify the consumer. MNsure must be able to discern who actually signed the document. A legible handwritten signature transmitted electronically meets this criterion. A typed or handwritten name together with a signature (legible or not) also satisfies this requirement.
  • The signature must not be modifiable. MNsure must receive the signature in a form that is tamper-proof so the signature cannot be modified. 

An electronic signature on the Account Request Form captured by software product that complies with the requirements of the Electronic Signatures in Global and National Commerce Act (ESIGN) submitted WITH a completion certification, audit record or similar audit trail document meets the above criteria. 

Examples of acceptable electronic signatures

An example of an image of a handwritten “wet” signature by the consumer transmitted electronically.

  • An assister is working with a consumer over the phone. The assister completes the Account Request Form using information provided by the consumer verbally. On a piece of paper, the consumer uses a pen to write, “I, Jane Doe, understand that I am signing MNsure’s Account Request Form to create an online account.” The consumer then includes a handwritten signature below the statement and writes the date. The consumer takes a picture of the document and sends it by secure email to the assister. The assister notes in the Account Request Form signature space that the form was signed electronically. When the assister receives the image of the signed statement from the consumer, the assister submits the completed Account Request Form and the statement with signature image from the consumer to the ARC or Broker Service Line following the instructions under “Submitting the Form.” 

An example of an electronic signature captured by an ESIGN compliant software product.

  • An assister is working with a consumer over the phone. The assister completes the Account Request Form using information provided by the consumer verbally. The assister emails the consumer the completed Account Request Form via the online software product DocuSign (or other ESIGN compliant software). The consumer receives an email from DocuSign requesting they review and sign the Account Request Form. The consumer opens the email and reviews their information in the Account Request Form and signs the Account Request Form electronically. The assister receives a notification from DocuSign that the form has been signed. The assister downloads a copy of the electronically signed form and the certificate of completion and submits them both, along with the verification documents, to the ARC or Broker Service Line following the instructions under “Submitting the Form.”

Submitting the Form

Assisters may submit the Account Request Form and supporting identity documents to the Assister Resource Center (ARC) or Broker Service Line:

  • Navigators and CACs may submit the information by secure fax to the ARC at 651-431-7572 or by requesting a secure email from the ARC.
  • Brokers may submit the information by requesting a secure email from the Broker Service Line.

Each Account Request Form should be submitted separately. If the consumer signs with an electronic signature, the requirements listed in the “Electronic Signature” section must be met, or the form will not be accepted.

The ARC and Broker Service Line forward the Account Request Form to the proper department for processing. It then takes approximately 7-10 business days for an account to be created. Incomplete or illegible documents can lead to delays in processing. To help consumers avoid delays, please make sure that all required documentation is included and all information on the documents is legible.

Terms and Definitions

  • Assister(s): Refers to brokers, navigators and certified application counselors (CACs).
  • Credentials: Consumer’s username and temporary password for their MNsure online account.
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